Customer services Books

In an online and social media world, measurement is the key to success If you can measure your key business relationships, you can improve them. Even though relationships are "fuzzy and intangible," they can be measured and managed-with powerful results...

Tips on making your call center a genuine profit center In North America, call centers are a $13 billion business, employing 4 million people. For managers in charge of a call center operation, this practical, user-friendly guide outlines how to improve...

Make your online customers happy?and create new ones?with this winning guide Social media gives you an unparalleled vehicle for connecting and engaging with an unlimited number of customers. Yet this vehicle is different than other, more impersonal forms...

Competing in a Service Economy is a hands-on guide to creating services, with illustrative examples from service-oriented companies including Disney, Ericsson, IKEA, National Association of Convenience Stores, Ritz Carlton, Scandinavian Airline Systems,...

Praise for Chocolates on the Pillow Aren't Enough "Jonathan recognizes that in today's Internet-fed, savvy-consumer world, it is the people-to-people connections, regardless of price point, that differentiate a customer's experience. Gimmicks come and...

What's the Secret? gives you an inside look at the world-class customer service strategies of some of today's best companies. You'll learn how companies like Disney, Nordstrom, and The Ritz-Carlton get 50,000 employees to deliver world-class...

In this groundbreaking book, Bill Price and David Jaffe offer a new, game-changing approach, showing how managers are taking the wrong path and are using the wrong metrics to measure customer service. Customer service, they assert, is only needed when a...

The Celebrity Experience combines the best practices of the business world with those of the celebrity world to create a practical and proactive guide for anyone who wants to bring their business?s internal and external customer service to the level of...

A step-by-step guide to designing and implementing an amazing customer service culture In today's competitive business environment, keeping customers happy is the key to long-term success. But some businesses provide much better customer service than...

Personality is the Key to Professional SuccessPersonal relationships are key to success:In a time when workplaces are becoming more digital and more automated every day, our mindsets and our personal relationships will determine whether we succeed in...

Sales leadership essentials for an era of rapidly advancing digital technology.Effective sales management and running an effective sales organisation is the key to revenue generation, customer satisfaction, and business results. Whether you are a sales...

In a world where consumers expect more instantly and seamlessly personalisation is a strategic imperative.Consumers want personalised experiences, but few companies are rising to the challenge. Those that succeed in personalisation build trusted...

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Not every client is a good client! Learn how to avoid problem clients that are more trouble than they're worth...To succeed in business you must learn how to recognize and avoid the Toxic Client. With useful stories everyone can relate to, Toxic Client...

Twenty years ago, this seminal book on experience innovation by Joseph Pine and James Gilmore explored how savvy companies excel by offering compelling experiences for customers - resulting not only in customer allegiance but also in a more profitable...

Engaging, practical, and immediately useful for any business and its messengers on how to talk about their business and connect with their customers.The vast majority of word of mouth happens offline, in everyday conversations. In The Science of Customer...

+++ Named One of Forbes Top 10 Books Of 2019 +++"If you have become tired of spinning your wheels and watching clients leave without warning, this book will show you how to foster genuine interactions, such as through video, rather than pursuing one-off...

Who owns the marketplace? Is it business-or the customer? According to Doc Searls customers are on the verge of becoming truly free and independent actors in the marketplace with the power of telling vendors what they want, how they want it, and where...